packet loss

[semerson]

Been getting packet loss for a while so decided to start a think broadband graph. 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/2fb8b6be3d5cc2603e202a3afa1b579de372868b-31-07-2021

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	202750000	2.2	38	256 qam	9
2	210750000	2.2	38	256 qam	10
3	218750000	2.5	38	256 qam	11
4	226750000	3	38	256 qam	12
5	234750000	4.8	38	256 qam	13
6	242750000	2.7	37	256 qam	14
7	250750000	0.7	37	256 qam	15
8	258750000	1.2	38	256 qam	16
9	266750000	1.7	37	256 qam	17
10	274750000	2	37	256 qam	18
11	282750000	2.2	38	256 qam	19
12	290750000	2.4	37	256 qam	20
13	298750000	2.2	37	256 qam	21
14	306750000	2	37	256 qam	22
15	314750000	2	37	256 qam	23
16	322750000	2	37	256 qam	24
17	330750000	2	37	256 qam	25
18	338750000	1.9	37	256 qam	26
19	346750000	1.7	37	256 qam	27
20	354750000	1.4	37	256 qam	28
21	362750000	1.2	36	256 qam	29
22	370750000	1.2	36	256 qam	30
23	378750000	0.9	36	256 qam	31
24	386750000	0.7	36	256 qam	32

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	38.9	5	0
2	Locked	38.6	5	0
3	Locked	38.6	0	0
4	Locked	38.6	0	0
5	Locked	38.6	0	0
6	Locked	37.6	0	0
7	Locked	37.6	0	0
8	Locked	38.6	7	0
9	Locked	37.3	11	0
10	Locked	37.6	5	0
11	Locked	38.9	4	0
12	Locked	37.6	5	0
13	Locked	37.6	5	0
14	Locked	37.6	5	0
15	Locked	37.6	0	0
16	Locked	37.6	4	0
17	Locked	37.3	0	0
18	Locked	37.6	4	0
19	Locked	37.3	5	0
20	Locked	37.3	0	0
21	Locked	36.6	5	0
22	Locked	36.6	6	0
23	Locked	36.3	6	0
24	Locked	36.6	0	0

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1	32599009	44.5	5120	16 qam	5
2	46199727	42.5	5120	32 qam	3
3	53698925	41.5	5120	32 qam	2
4	39400000	43.3	5120	32 qam	4

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

[semerson]

Any chance of an update? engineer visit on Saturday was cancelled due to an area fault but this fault developed after my issues and after there was some major outages in the area on Friday. Was told it would be fixed yesterday.

[lotharmat]

Have you tried the 0800 561 0061 number? - That usually has up-to-date information!

[semerson]

Can't really use that as the service status page for my area was never updated and says no faults and that number always states no issues in the area since I tried it at the weekend.

Called on Saturday and after numerous people giving me different excuses with one stating the engineer is still coming when I spoke to an actual English person they were straight up and said they can't access my hub for diagnostics cause it kept reporting back with an area fault and the fault is the reason the visit is cancelled. 

They said it's scheduled to be fixed yesterday and there is literally zero information on it or of it's resolved.

[Corey_C]

Hi semerson, I've sent you a private message to confirm your account details and to provide an update and help with your connection

Cheers,

Corey C

[semerson]

Area fault was fixed as scheduled and definitely some improvements but still having some latency and stability issues while gaming. 

These are the BQM's since Friday. My upstream channels still don't hold 64QAM - At best usually 2-3 are while 1-2 are 16-32. Think I saw once they were all on 64 but it was short lived.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/3b780a862fb639d446f3455915254246c25d1260-13-08-2021

https://www.thinkbroadband.com/broadband/monitoring/quality/share/d746ba3736a038bcb9a0e0e9fe89dacce0a49786-14-08-2021

https://www.thinkbroadband.com/broadband/monitoring/quality/share/22275461837cb6bd9b8bca437f30c9e358128759-15-08-2021

https://www.thinkbroadband.com/broadband/monitoring/quality/share/696f256309a7d39754443ba1d65c64280bd230da-16-08-2021

[semerson]

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	378750000	0.7	40	256 qam	31
2	202750000	2.4	40	256 qam	9
3	210750000	2.4	40	256 qam	10
4	218750000	2.7	40	256 qam	11
5	226750000	3	40	256 qam	12
6	234750000	3.9	40	256 qam	13
7	242750000	4	40	256 qam	14
8	250750000	0.7	40	256 qam	15
9	258750000	1	40	256 qam	16
10	266750000	1.5	40	256 qam	17
11	274750000	1.7	40	256 qam	18
12	282750000	2	40	256 qam	19
13	290750000	2	40	256 qam	20
14	298750000	2	40	256 qam	21
15	306750000	1.7	40	256 qam	22
16	314750000	1.7	40	256 qam	23
17	322750000	1.5	40	256 qam	24
18	330750000	1.5	40	256 qam	25
19	338750000	1.4	40	256 qam	26
20	346750000	1.2	40	256 qam	27
21	354750000	1	40	256 qam	28
22	362750000	0.9	40	256 qam	29
23	370750000	0.7	40	256 qam	30
24	386750000	0.4	40	256 qam	32

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	40.3	8632	12235
2	Locked	40.3	42025	12142
3	Locked	40.9	41384	9316
4	Locked	40.3	37474	8304
5	Locked	40.3	25708	6604
6	Locked	40.3	18772	5883
7	Locked	40.9	21496	6457
8	Locked	40.3	32473	5137
9	Locked	40.3	22436	3479
10	Locked	40.3	16742	2372
11	Locked	40.3	17423	2972
12	Locked	40.3	15248	2006
13	Locked	40.9	11625	1330
14	Locked	40.3	9668	1129
15	Locked	40.3	11106	1759
16	Locked	40.9	13054	2977
17	Locked	40.3	10725	2248
18	Locked	40.3	7437	467
19	Locked	40.9	7928	708
20	Locked	40.3	9995	1663
21	Locked	40.9	9096	2551
22	Locked	40.3	6160	591
23	Locked	40.3	5789	86
24	Locked	40.9	8042	1368

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1	53699975	48.3	5120	64 qam	2
2	46200243	48.3	5120	64 qam	3
3	39399937	48.3	5120	64 qam	4
4	32600000	48.8	5120	32 qam	5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	2	0
3	ATDMA	0	0	2	0
4	ATDMA	0	0	2	0

[Ashleigh_C]

Hi there @semerson 

Thank you for updating us, I can see that my colleague has message you via the PM, if you can respond to them via there.

Thank you. 

[semerson]

Been a week since the engineer came round and been no improvements. He checked the cabinet and boxes outside, he said he replaced some worn down connectors and said he could not really see anything wrong on the network but had a look at the box outside and said the cabling has not really been done right and said it splits in a weird way since we have 2 boxes with one providing Virgin TV upstairs. He said my power level should have gone down when he went to the cabinet but it went up. He also replaced the Hub but that didn't do anything.

He said the next step would be to replace the cable outside and sort out the way its connected to the 2 boxes as that could be the issue. 

We also had an outage on Saturday 21st for nearly 4 hours which after a call seemed to be only affecting me and they said on the phone that the status is showing online for them - my hub was green with the arrows blinking and looping back after failing to connect to the network.

I messaged the engineer after he left since he couldn't wait for the new hub to pick up updates which is fair enough since he said he can book in the cable work but he never replied and thought I would also give the connection time to see if it improves but not really and the latency and packet loss seems worse since the visit.

Can we please get this booked in - understand this will take longer to get booked in due to permits etc. as I would imagine need to dig up the cable.

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	330750000	5.9	40	256 qam	25
2	202750000	4.6	40	256 qam	9
3	210750000	5.3	40	256 qam	10
4	218750000	5.4	36	256 qam	11
5	226750000	6.3	36	256 qam	12
6	234750000	7.1	40	256 qam	13
7	242750000	8.5	40	256 qam	14
8	250750000	4.5	40	256 qam	15
9	258750000	4.6	40	256 qam	16
10	266750000	5.4	40	256 qam	17
11	274750000	5.8	40	256 qam	18
12	282750000	6.4	40	256 qam	19
13	290750000	6.3	40	256 qam	20
14	298750000	6	40	256 qam	21
15	306750000	5.4	40	256 qam	22
16	314750000	5.4	40	256 qam	23
17	322750000	6	40	256 qam	24
18	338750000	5.3	40	256 qam	26
19	346750000	5.1	40	256 qam	27
20	354750000	5.5	40	256 qam	28
21	362750000	5.5	40	256 qam	29
22	370750000	5	40	256 qam	30
23	378750000	4.5	40	256 qam	31
24	386750000	4.8	40	256 qam	32

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	40.3	1423	690
2	Locked	40.3	15465	4219
3	Locked	40.3	9005	3440
4	Locked	36.6	8641	3044
5	Locked	36.6	4545	2955
6	Locked	40.3	3242	2834
7	Locked	40.9	3821	2967
8	Locked	40.3	6855	1949
9	Locked	40.3	4385	1950
10	Locked	40.3	3218	1902
11	Locked	40.3	3957	2034
12	Locked	40.3	3122	1324
13	Locked	40.3	2215	806
14	Locked	40.3	1812	770
15	Locked	40.9	2367	1666
16	Locked	40.3	2950	1303
17	Locked	40.3	2378	1096
18	Locked	40.3	1651	1213
19	Locked	40.3	2273	1280
20	Locked	40.3	2036	969
21	Locked	40.9	1231	333
22	Locked	40.3	1201	345
23	Locked	40.3	1734	2315
24	Locked	40.3	2063	708

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1	32599796	52	5120	16 qam	5
2	53700176	51	5120	64 qam	2
3	39399917	51	5120	64 qam	4
4	46199849	51	5120	64 qam	3

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	4	0
2	ATDMA	0	0	5	0
3	ATDMA	0	0	4	0
4	ATDMA	0	0	1	0

[Martin_N]

Hi semerson,

Thank you for keeping us posted on what has happened. 

What I will need to do is private message in regards to the re-pull as this should have been booked the technician on the visit. 

Please keep an eye out for my message. 

^Martin